Sharath Devadatta Hegde

Scope of new role:-

• The new role of an Analyst opened up the new challenge of streamlining an entire work stream of restaurant lead abuses.
• Until the month of March 2023, Restaurant review had just 1 item in the bucket as a weekly review which was cancellation. Worked very closely with management for a month to expand the coverage to completed orders as well.
• By end of November 2023, I came up with a total of 6 different work streams within the charter of restaurant review and cost saving from restaurant review increased significantly from an average of 50K/month to 3 lakhs/month.
• Worked closely with the Analytics team to get the right data week on week for our internal review.
• Due to the expansion of reviews to 6 different reviews, helped the company save Rs.53.4 Lakhs in 2023-24 (April 2023 to March 2024).
• Along with that, personally responsible for disabling over 8K+ restaurant partners, 400+ delivery partners, getting 10K + restaurant partners to update the right PAN & Bank account numbers and removal of 20+ fake rating of restaurants.

Nature of Job

• Updating the data of restaurant review on a weekly basis and assigning it to the team for investigation.
• Indulging myself in investigations 1 day in a week to identify new fraud patterns and reporting the same.
• Conducting calibration calls within the team to make sure that all are on the same page and not missing out any updates.
• Blocking of ~1500 customer accounts weekly that were involved in the restaurant abuses.
• Close Monitoring of the suspicious restaurant outlets weekly.
• Sharing the weekly report and monthly to stakeholders and keeping them updated on the savings, number of outlets disabled, number of customer accounts disabled, number of delivered partners terminated.

• Maintained contact with informants to gather information regarding fraudulent activities or suspects.
• Provided technical support in the investigation of suspected fraudulent transactions.
• Analyzed and monitored customer accounts for suspicious or fraudulent activity.
• Responded quickly to alerts generated by automated systems designed to detect possible fraudulent activity.
• Identified areas of risk exposure and implemented controls to minimize losses due to fraud.
• Investigated and reported on potential fraud cases.
• Actively participated in meetings with management teams discussing strategies for reducing risk associated with fraud cases.
• Performed background checks on new customers to detect any potential risks associated with them.

• Provided excellent customer service to resolve customer complaints in a timely manner.
• Maintained a high level of professionalism when dealing with difficult customers.
• Provided exceptional customer service to ensure customer satisfaction.
• Tracked orders from start to finish to ensure timely delivery of orders.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Conducted regular follow-up calls with customers after resolving their issues.
• Resolved customer complaints promptly and efficiently.
• Answered customer inquiries via phone, email, and chat.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Creating & maintaining Secondary Control Profiles (templates) for an account.

• Impart education to Platform Teams, stakeholders on CAR Tool usage

• Responsible for account level reporting of global and local metrics

• Compliance Checking of artifacts

• Single point of contact for DPE on management issues in the process

• Identifying and documenting complex business processes which support change management goals

• Ensure Audit Readiness for Service Delivery comprising Audit Support and Coordination

• Creating, Approving, Reviewing and Closing of requests

• Effectively run gap analysis and trend analysis to identify defects and to track the progress respectively. Accountable for identifying the gaps in other processes and suggest improvements to achieve client success.

• Design and develop training modules for the team involved.

• End to end support to BP clients

• Supporting BP for 170 SAP systems, security and application issues

• Constant monitoring of P1/P2 priority cases and working on it for a quick resolution

• Providing voice, web and e-mail support to BP clients

• Creating Incident tickets / Service requests, logging all pertinent information

• Ensuring Incidents and Service Requests are properly escalated and assigned to appropriate support groups

Additional responsibilities:

• Helping team to maintain the systems and software updated

• Coordinating with L2 team to make sure all process related application tools are running fine and cascading the same updates to team.

Awards

• C-Sat Champ - 2017